The player from Brazil had won a total prize of R$5,600 and had managed to withdraw R$1,560 after significant effort. She had been waiting for 21 days to withdraw the rest, but the casino had insisted she split the remaining amount into installments. After her complaint, the casino had explained that the splitting of withdrawals was due to their payment provider's policy. After some back and forth communication and the mediation of the Complaints Team, the casino had processed and credited all the player's requested withdrawals to her account. The player had confirmed the receipt of her winnings but had expressed her dissatisfaction with the delay and installment payment method. The issue had eventually been resolved, and the complaint had been marked as 'resolved' in the system.
7Slots Casino - Player's withdrawal has been delayed.
Amount: 3,860 R$
7Slots Casino
Safety Index:HighCase closed
RESOLVED
Case summary
After nearly a year of playing at this casino, I finally won a prize. It was on 11/12/23. The total amount was approximately R$5,600, of which I've managed to receive, with significant effort, R$1,560. This means I've been in this stalemate for 21 days. I've read the terms, and it states that withdrawals up to 1,400 take three days. So, I was able to receive one. They then told me that I would have to split the remaining amount into installments. Is this correct?
Dear jocilenycorrea,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Good afternoon . On 11/12/23, I won R$5,249.85. No bonus balance was used. I made the withdrawal request. They said it needed to be checked. After a few days they approved. They asked to make a smaller withdrawal request. On 11/24/23 I withdrew R$1,400. I redid the order and they asked to split the withdrawal into R$160.00. So I did. 11/28, I withdrew R$160.00. They said the next withdrawal would be in 5 days. I didn't agree and remade the order for R$1,400. But they insist and say that I have to make several orders of 160. I play on other platforms and this is the only one where this happens. Thank you very much in advance for your attention.
.
Dear jocilenycorrea,
Thank you for your feedback. I want to draw your attention to the fact that the previous withdrawal requests of 160.00 BRL and 1400.00 BRL have been successfully credited to your PIX account.
However, when you created a new withdrawal request of 1400.00 BRL, we informed you that it is necessary to split the transaction. As you haven't split it yet, we cannot process the payout.
Please be advised that the creation of smaller payout amounts is a matter determined by our payment provider's policy. The payment provider may establish certain thresholds, limitations, or transaction minimums that impact the disbursement amounts.
Best regards,
7Slots Casino
Do I understand correctly that Pix allows you to withdraw only 160 BRL (only about 30 EUR) and you have to wait several days for the payment? Do other payment methods have higher limits?
Have you tried splitting your winnings into smaller amounts in the meantime? Please let me know how much have you received so far.
We penalize casinos that do not allow players to withdraw more than 500 EUR daily. Thank you for bringing this matter to our attention.
Dear Veronika,
The limit applies only to the transaction amount, but the user can create as many transactions as they want.
There is no limit on the number of transactions. According to the rules of the website, a player may withdraw their entire real balance.
Upon our review, we found that the user has already received all previously requested withdrawals.
Best regards,
7Slots Casino
Dear jocilenycorrea,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Veronika,
I want to inform you that all requested withdrawals have been successfully processed and credited to the user's PIX account.
Best regards,
7Slots Casino
Hello. So, I actually received the orders I made. I still just don't agree with the delay and payment of premiums in installments. I like the platform, but it has this defect of not paying the full prepayment.
I want to thank you for the mediation, it was very helpful. Without further ado, thank you for everything
Dear jocilenycorrea,
Thank you for confirming that you have received the payout.
I understand your desire to receive the winnings as soon as possible.
However, I would like to draw your attention to the fact that we have terms for the withdrawal process from our side.
The withdrawal terms represent the maximum timeframe for the payout to be processed from our end. Rest assured that we make every effort to process the payout as promptly as possible to minimize the waiting time.
Best regards,
7Slots Casino
Dear jocilenycorrea and 7Slots Casino representative,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
